Cloud Calling 101: Everything You Need to Know

Cloud Calling 101: Everything You Need to Know

Cloud calling is a big buzzword in today’s communication industry. As more businesses around you shift towards it, you may feel left out and wonder why there’s so much fuss about it.

For starters, cloud calling is a Unified Communications as a Service (UCaaS) system offering voice communication through a third party. UCaaS replaces your need for PBX systems which require using landlines.

The market value for Cloud PBX systems is forecasted to reach $20.83 million by the end of 2023 due to a demand for VoIP networks to replace outdated PSTN.

This post will teach you everything, including how cloud calling can help you launch, grow, and scale your business.

What Is Cloud Calling?

Cloud calling, also known as cloud telephony, lets users not only call but also access other voice-based communication services through an internet connection. Instead of having your calls pass through online PBX systems, they will go through cloud-based switches.

Cloud calling technically refers to voice-based communications. However, some providers like Microsoft are expanding to make services such as the Business Voice a one-stop shop that provides web conferencing, text messaging, collaboration tools, and data insights.

You can store your business data and access it online instead of through business phone systems. Business phone systems keep you worried about your communications' routing and network elements.

These cloud services are available through the web. You can also get them through apps that you can integrate into your processes through CPaaS.

These calling services are hosted on cloud systems by a third party. You will need to be on a subscription or pay on an as-needed basis to access your systems.

Features of Cloud Calling

A telephone service should be useful for more than just making calls. Here are the added features of cloud calling:

Interactive voice response

Allows incoming callers to access information through pre-recorded messages without speaking to an agent.

Auto attendant

A voice system that switches callers to an extension without passing through a receptionist or telephone operator.

Virtual phone numbers

Allows receiving or making calls using the internet and can be used on VoIP desk phones, cellphones, and softphones.

Call routing

Queues incoming calls and then directs them to a specific person based on predetermined rules.

Call monitoring

Enables you to listen to calls to improve customer interactions.

Call recording

Allows you to record two-way audio from phone calls in the cloud. The audio can then be used as proof of verbal agreement.

Call analytics

Uses AI to collect data from inbound calls. The data is used to generate leads for your business.

Call forwarding

Allows you to divert incoming calls to another number.

Benefits of Cloud Calling for Your Business

Cloud calling comes with immense benefits you can’t access while using traditional landlines. These benefits allow you to scale and grow your business.

Cost savings

Cost savings is the most quoted benefit of switching to cloud calling. You no longer have to pay costs associated with provisioning, upgrades, security, and configuration.

Ease of use

Cloud calling eliminates clunky landlines and complex infrastructure. You can use these services from any device and location without installing new software. They also come with simple and interactive user interfaces.


Employees have more information at their fingertips, saving the time they would’ve spent searching for data. The need for altering schedules, editing workflows, and adding users is eliminated.

Seamless integration

If your business uses software solutions like a company-wide scheduling tool or a CSM platform, most cloud calling providers allow you to integrate your services with such software solutions and communicate with customers from these applications.

Supports remote working

Through its range of features like video conferencing, power dialing, and interactive voice response, employees can collaborate while working remotely.

The calling technology can be set up and accessed from any location, unlike the traditional calling solutions that need a physical workstation to be set up.

Better security

Cloud calling offers better security than landlines in the form of standardized encryption protocols. You can also restrict access to certain data. The technology also protects your business from hackers who want to take control of your phone systems.

Don’t Be Locked Out of the Cloud

If you haven’t adopted cloud calling, we have some bad news for you. Your competitors already have a competitive edge over you.

While you wonder why your customer service waiting times take forever, your competitors are using real-time analytics to improve waiting times.

As we’ve seen, this technology comes with a load of benefits including supporting remote working, allowing seamless integration with other software solutions, and offering your business better security through standardized encryption protocols.

So what are you waiting for? Join the cloud-calling bandwagon as soon as possible to reap these benefits.

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